1.
PRODUCT (EXPERIENCE) MANAGEMENT
An experiment in changing company culture, practice
and outcomes using a product experience focus.
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2.
Speakers
Samyukta Sankaran
Product Manager, Learndot Learning Management System, ServiceRocket
Jesse Miller
Product Manager, Learndot Platform, ServiceRocket
Peter John Marquez
Vice President Product Management, ServiceRocket
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3.
ServiceRocket
Software Adoption Company
Products and Services for Software Vendors/Buyers that drive adoption
Primary Offerings
Learndot Learning Management System
Atlassian and Workplace by Facebook Add-ons
Team
30 Developers, 3 Product Managers
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4.
CHALLENGES
Customer Accountability*
Market Knowledge
Hard Choices
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* Everyone is responsible for customer’s experience,
not just the Product Manager.

5.
OUTCOMES
Craftsmanship and Relationship*
Reallocated Accountability
Purposeful Strategy
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* By loving the customer and the product, responsibility is shared
and the Product Manager is able to engage in more strategic work.

6.
THE IDEA
Create a model that fosters a company-wide focus
on how customers experience our products.
Based on the quality of our customer’s experience,
compare our product to the market and execute
actions to improve it in targeted areas.
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7.
THE INSPIRATION
Google*
See - Think - Do - Care
Map Customer Journey
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* They are many other models to cite as inspiration including:
The Kano Model, Blue Ocean, Lean Product Management, etc.

8.
THE MODEL
Product (Experience) Management
Role - Goal - Do - Feel
Track Product Experience
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9.
THE QUESTIONS
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ROLE Role 1 Role 2 Role 3 Role 4 Role 5 Role 6
GOAL What Do You Need to Accomplish?
DO What Can You Do?
FEEL How Does It Make You Feel?

10.
ROLE EXPERIENCE
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11.
APPLIED
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12.
RESEARCH
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13.
ANALYSIS
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Role
Experience
Roadmap
Status
Target Customer
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Our Product
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6-Month Goal
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Industry Leader
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Public Sustaining 5/5 5/5 5/5 5/5
Learner Progressing 5/5 5/5 5/5 5/5
Admin Aggressive 9/8 7/5 7/7 6/7
Business Progressing 5/5 5/5 5/5 5/5
Developer Progressing 5/5 5/5 5/5 5/5
Performance Sustaining 5/5 5/5 5/5 5/5

14.
APPLICATION
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15.
WORK IN PROGRESS
Balanced Accountability*
Distributed Authority
Strategic Product Managers
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* Pointing out a problem isn’t enough.

16.
NEW CHALLENGES
Overlapping Structures?
Who’s Driving the Bus?
New Skills Development?
Making It Real for Every Employee...
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17.
SUGGESTIONS AND QUESTIONS
What Do You Think?
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